Ribhu Prasher
Gurgaon
Summary
CRM & Automation Specialist with 8+ years of experience delivering complex, customer-facing and internal platform initiatives. Experienced in end-to-end project lifecycle management, stakeholder alignment, and execution of scalable solutions that drive business outcomes, operational efficiency, and measurable cost savings.
Overview
9
9
years of professional experience
4
4
Certifications
Work History
Specialist - CRM Automation and Business Systems
Chegg
New Delhi
02.2021 - Current
- Leading end-to-end delivery of enterprise-grade internal platforms supporting Finance, Operations, and Vendor Management, from business case creation, requirements gathering to launch and post-implementation support.
- Led Procure-to-Pay (P2P) platform project used organization-wide to manage purchase requisitions, vendor onboarding, cost tracking, approvals, and payments, partnering closely with Finance, Compliance, and Legal teams.
- Managed procurement and implementation of third-party vendor integrations with Expert Hiring App used for expert screening for all STEMB subjects, by coordinating with external partners such as HackerEarth (technical assessments / proctoring) and Zoop API (document and identity verification), ensuring secure, compliant, and scalable integrations.
- Led the consolidation of student services such Chegg Writing Tools and enterprise QA workflows onto a unified Zoho Creator–based Task platform, supporting expert task execution through intelligent routing logic and powering all QA checks across Chegg, resulting in ~$100k annual savings through reduced legacy tooling and operational overhead.
- Drove ~25,000 FTE hour savings by designing and delivering end-to-end automated workflows across expert operations, leveraging a hybrid architecture spanning Zoho Creator, Python-based services, Databricks pipelines, and AWS components, reducing manual handoffs and improving throughput at scale.
- Partnered with Product, Data Science, and Moderation teams to operationalize a CNN-based, supervised ML model for multi-label text classification by aligning labeling guidelines, quality thresholds, and feedback loops to support continuous model improvement.
- Worked on the WalkMe digital adoption solution for the expert network, achieving higher walkthrough completion rates, faster onboarding, and improved user engagement on expert.chegg.com.
Process Developer
Genpact
Gurgaon
01.2017 - 01.2021
- Designed process workflows to enhance operational efficiency and reduce bottlenecks.
- Delivered a Lean Six Sigma Green Belt project for GE Healthcare, applying the DMAIC framework to streamline critical processes, generating ~$90K in measurable business impact.
- Managed FDA compliance reporting for GE Healthcare processes, ensuring accurate documentation, timely submissions, and adherence to regulatory standards, thereby mitigating compliance risks.
- Supported project management activities by tracking progress and reporting on milestones.
Education
Bachelor of Science - Hospitality Administration And Management
IHM
BangaloreSkills
- Agile/Scrum delivery
- Project lifecycle management (Scoping to Closing)
- Postman and REST APIs for API management
- AWS Cloud Practitioner
- Zoho Business User
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Certification
PMP (PMI)
Timeline
Specialist - CRM Automation and Business Systems
Chegg
02.2021 - Current
Process Developer
Genpact
01.2017 - 01.2021
Bachelor of Science - Hospitality Administration And Management
IHM